Technical Support Specialist (Bilingual French/English)

Our client is seeking a dynamic and driven Bilingual Technical Support Specialis to join their exceptional team and contribute to the rapid growth of their thriving company. As a key member of their team, you are passionate about following up as required with customers to ensure problems were resolved and/or recommend further action to ensure customer satisfaction. You also thrive in ambiguous situations, with the ability to be a self-starter and find solutions with/without guidance.
Responsibilities:

• Manage customer communications and expectations until the closure of each case
• Interact with customers and provide basic troubleshooting on the full range of Networking products and smart home products.
• Follow up on technical cases including proper escalation and management of the case until case closure.
• Consultation of technical documentation, bulletins, and release notes for known problems
• Provide backup solutions whenever necessary.
• Provide direct technical web and telephone support
• Keep detail logs of customers’ problems, solutions, and customers satisfaction.
• Collection and analysis of customer network information and recommend corrective actions based on analysis
• Provide customer education where needed due to gaps in networking, product knowledge etc.

Requirements

• Strong understanding of WiFi technologies and peripherals (AP, Wireless controllers, range extenders, Mesh)
• Strong French and English skills both written and verbal
• Experience in a technical support role in a networking/security company or equivalent education
• Previous call center experience, preferably supporting data networking products is desirable.
• Exceptional interpersonal and communication skills.
• Fundamental knowledge of TCP/IP networks (DNS, DHCP, VPN)
• Strong troubleshooting and problem-solving skills
• Strong understanding of SOHO and SMB networking products

Benefits
PTO/ Full Benefits